CES Supervisor Location: NBS Company: Nestlé Egypt Full-time **Purpose of Job:** Accountable for the overall operational excellence and delivery of the Consumer Engagement team across projects. Responsible for evolution of service line in collaboration with operational partners, solution leads and other NBS centers. Managing team members and workstreams to bring value to the business by ensuring consistent first-time right service delivery. Identifying, analyzing, solving and presenting viable integrated solutions to address business problems. **A DAY IN THE LIFE …** -Drives service and solution evolution and develops expertise, cross-functional alignment (MSE, Market, Function, Agency, IBS) as an extension of the Business and the operations expert. Leads implementation of new ways of working for specific projects within the service line. -Manages relationships with key business partners in market, business or Function. Ensuring partner -expectations are met and exceeded through service orientation, Total Servie Quality etc. -Process management. Overseeing consumer engagement services in Integrated Marketing Services Department, ensuring the Project SLAs and KPIs -Ensures the best performance of the team, timely problem solving and controlling critical activities by daily checks, feedback and performance KPIs discussion on team meetings -Develops and evolving workflows and processes to scale services for the IMS department and maximize productivity of the team. -Emotional Intelligence leadership and people management, coaching, mentoring. People development. Objective setting and alignment with OMP. Control/feedback/recognition of objective achievement. -Able to deploy CRM sentiment tagging and proactive outreach processes with consumer first thinking -Operational leadership to implement transformation in the team, lead SOP redesign and complaint SLA tiering with QA & marketing -Shift Management and Resource planning -Staffing/Recruitment. Talent management. -Aligns and implements needed actions supporting planned transitions and inflows. Creates proposals for scope increase and ensuring social/digital best practices are included. **WHAT MAKES YOU SUCCESSFUL:** • University Degree (eg. marketing, business studies, communications, journalism, media studies, psychology) required. 5+ years’ experience as a manager in Contact Centers, Marketing or in Sales at Nestlé or equivalent FMCG preferred. Managing high volume multi-channel service teams. Transformation project management skills with track record of implementing CRM, SOP, reform or consumer recovery initiatives. Paid or voluntary work experience gained with a media evaluation company or within marketing/CES preferred. Project Management Experience, or experience of leading and coordinating complex tasks where the leadership and management skills were required. Experience in Auditing / QA / Controls. English language proficiency both written and spoken. • Local language of market that is being serviced (if required); • Extensive knowledge of local company organization, people, history, culture • Suitable seniority to reflect importance of the role • Credibility throughout the company • Business understanding • Good understanding of Data and IS related matters • Proven communication, management and negotiation skills